Returns & Refund Policy

1. Your 14-day return window

We want you to be happy with your purchase. You may request a return within 14 days of receiving your order. To be eligible, items must be unused, unwashed and in their original packaging with any tags or seals intact, and in a resaleable condition.

This policy is in addition to your statutory rights. If you are a consumer in the UK or EU, you may also have a statutory right to cancel certain orders; nothing here removes those rights.

2. Hygiene & sealed items

For health and hygiene reasons, certain items are non-returnable once opened or unsealed. This applies to items that touch the skin or are used to carry liquids, including sleep masks and refillable amenity-bottle kits. These items can only be returned if they are unopened in their original sealed packaging. This does not affect your rights if the item is faulty.

3. How to start a return

• Email support@sutcliffeph.shop with your order number and the item(s) you wish to return.
• We will reply with return instructions and the return address.
• Pack the item securely in its original packaging and include your order number.

Please do not send items back before contacting us. Returns sent without a request may be delayed.

4. Return shipping costs

For change-of-mind returns, you are responsible for the cost of returning the item, and we recommend a tracked service as we cannot refund items we do not receive. If the item is faulty, damaged or incorrect, we cover the return cost — see our Shipping & Delivery Policy for how to report damage.

5. Refunds

Once we receive and inspect your return, we will email to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Refunds cover the price of the returned item; original shipping is non-refundable unless the return is due to our error or a faulty item. The time for the refund to appear depends on your bank or card provider.

6. Faulty or incorrect items

If an item is faulty, not as described, or you received the wrong product, contact us within 14 days of delivery and we will arrange a replacement or a full refund, including any shipping you paid. You may be asked to provide photos to help us resolve the issue quickly.

7. Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original for a refund (subject to the conditions above) and place a new order.

8. Contact

For any return or refund question, email support@sutcliffeph.shop or call +44 7463632599, Monday to Friday, 9:00am – 5:30pm (UK time). Returns are handled by SUTCLIFFE PLUMBING & HEATING (SOUTH WEST) LIMITED, company number 05114243.